Intake Manager - Phoenix

The Lisinski Law Firm•Tempe, AZ

4d•Hybrid

About The Position

The Intake Manager is accountable for end-to-end conversion performance, coaching effectiveness, and operational execution for an intake team operating in virtual and/or in-office modalities. This role leads and develops Intake Leads and Specialists, builds a disciplined coaching culture, and ensures consistent performance, compliance, and client experience standards. The Intake Manager drives results through data-informed decision-making, hands-on coaching, and strong accountability systems while serving as a cultural and operational anchor for the team.

Requirements

High school diploma required
3-5 years in a consultative sales role with demonstrated, articulable conversion performance results.
2-4 years of previous experience leading a team.
Bilingual (Spanish English) B2-C1 Required.

Nice To Haves

Bachelor’s degree preferred.
Immigration, legal services, financial services, or consultative professional services experience preferred.

Responsibilities

Lead, develop, and hold accountable a team of Intake Leads and Specialists, establishing clear expectations, performance standards, and coaching rhythms.
Own conversion performance across the full span of control by analyzing performance data, identifying root causes of gaps, and implementing corrective actions with urgency.
Develop Intake Leads as effective coaches and people leaders by strengthening their ability to observe consultations, evaluate performance, and independently drive improvement.
Conduct structured 1:1s with Leads and direct reports, reviewing individual and team performance, coaching effectiveness, and development priorities.
Review consultation recordings, dashboards, and CRM data to identify patterns, coaching opportunities, and escalation needs.
Serve as the escalation point for complex, sensitive, or high-stakes client situations requiring manager-level judgment.
Lead daily team huddles as applicable to reinforce priorities, review performance, align on execution, and sustain accountability and engagement.
Partner with leadership on performance reporting, staffing needs, hiring decisions, and organizational development priorities, escalating insights with data and recommended actions.
Partner with Training and QA to ensure firm standards are reinforced through frontline coaching and QA findings translate into corrective action.
Manage performance at all levels, including recognition and development of top performers, structured PIPs, and decisive action on persistent underperformance.
Participate in hiring decisions for Intake Lead and Specialist roles, applying established evaluation criteria and gold-standard expectations.
Ensure compliance with firm policies, CRM documentation standards, QA protocols, and operational requirements.
When required due to volume or coverage needs, step in to conduct consultations, modeling the selling framework and consultation standards expected of all Specialists.